Customer Experience & Climbing Instructor

About the Role

After a huge first week of success at our brand-new family activity centre in Oswestry, we are excited to expand our team.

We offer climbing walls, soft play, immersive gaming, café service and unforgettable birthday party experiences — and we are now looking for enthusiastic, confident and safety-focused Customer Experience & Climbing Instructors to help us keep delivering outstanding guest experiences as demand continues to grow.

This is a varied, active role ideal for someone who enjoys working with children, families and fast-paced environments, and who wants to develop both customer service and coaching skills in a thriving, high-energy venue.

Full climbing and safety training is provided.

Pay:

• General Team Duties: From £13.00/hr (21+) / £10.79/hr (18–20)
• Climbing Instruction Duties: From £13.75/hr (21+) / £11.54/hr (18–20)

Hourly rate is applied based on shift duties and responsibilities.

Key ResponsibilitiesCustomer Experience & Front of House

• Welcome guests, check in bookings and answer enquiries
• Create a warm, positive experience for every family
• Handle basic customer concerns professionally and escalate when needed
• Support smooth transitions between activities and sessions

Climbing Instruction & Supervision

• Run structured climbing sessions for children, teens and families
• Fit harnesses and perform safety checks
• Deliver clear safety briefings and climbing demonstrations
• Supervise climbers and maintain strong awareness of risk and behaviour
• Support nervous or first-time climbers with encouragement and confidence

Soft Play & Activity Support

• Supervise children in soft play areas
• Maintain clean, safe and hazard-free environments
• Assist with session changes and crowd flow

Café & Venue Support

• Serve food and drinks in the café
• Assist with food preparation and stock management
• Maintain cleanliness and presentation across café and guest areas

Parties & Events

• Host and support birthday parties and group bookings
• Lead climbing parties, games and activity challenges when scheduled
• Manage party timings and ensure excellent service for parents and children

Operational & Team Support

• Assist with daily equipment checks and venue safety routines
• Maintain clean, organised and well-presented activity areas
• Support other departments during peak times
• Escalate safety or customer issues to management

What We’re Looking For

• Must be 18+
• Friendly, confident and energetic personality
• Comfortable working with children, families and small groups
• Strong communication skills and professional customer approach
• High awareness of safety, safeguarding and venue rules
• Able to multitask and move between departments
• Reliable, punctual and a strong team player
• Must be available to work weekdays, weekends and evenings (typically until 8–9pm)
• Experience in hospitality, childcare, coaching, sport, fitness or leisure is helpful but not essential

What We Offer

• Dual-rate pay structure based on responsibility and shift type
• Minimum 10 hours per week, with additional hours during busy periods and private bookings
• Rotating shifts across weekdays, evenings and weekends
• Full training in:
• Climbing instruction & safety systems
• Customer service & safeguarding
• Café operations & food hygiene
• Immersive gaming & activity support
• Friendly, supportive and active workplace
• Opportunities to progress as the centre expands
• Employee discount for immediate family
• On-site parking

Education & Experience (Preferred)

• A-Level or equivalent
• Hospitality, childcare, coaching, sport or teaching experience
• DBS Certificate (preferred — support available)

Job Type: Part-time

Pay: £10.79-£13.75 per hour

Benefits:

• Employee discount
• Free parking
• On-site parking

Work Location: In person